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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Planet Fitness has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 18 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/06/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I no longer attend the gym in NC kernersville. Ive sent several emails for 2 years asking to change my account to my local gym. Instead of dropping the membership they are charging me for two memberships now. One for local and one for out of state. Im not sure who is in charge when it comes to customer service but 2 years is pushing it. I have attached both bills please refund and close my kernersville NC account

      Customer Answer

      Date: 05/16/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:04/17/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to cancel my membership with Planet Fitness. I like the other complaints on here have been trying to cancel for years. I joined in 4/2022. I had a stress fracture which kept me from going; however, I went ahead and completed the 1 year contract. I have never been to a plant fitness. My membership was renewed after the first year without my permission and as you can see, I had no luck in cancelling. I want the membership cancelled, the automatic payments stopped immediately and a refund for the last 2 years as I did not give permission to renew and have not been able to cancel by any means. This business should be reported to the Attorney General for predatory marketing. The marketing says cancel at anytime.

      Customer Answer

      Date: 04/28/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:03/17/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been requesting that Planet Fitness cancel my membership for months. I have sent multiple letters and called. I was told on both phone calls that the membership was canceled and they continue to draft my bank account. I even went into the facility to request a cancellation and was told that it had been done. I contacted my bank about blocking the draft and was advised to send a certified letter with the attention to the manager, requesting cancellation and advising that any further charges to my bank account would be disputed. The letter was signed for on 3/8/25 by someone named ***** ******** and my bank account was again debited on 3/17/25.

      Business Response

      Date: 04/04/2025

      Hello,

      This case is resolved due to the refund being issued to the members checking account on *********.

       

      Please let me know if you have any further questions.

       

      Thank you!

       

    • Initial Complaint

      Date:12/03/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After canceling my membership on November 15th 2024, I was charged an annual membership fee of $49.99 on 12/2/24. After calling the Planet Fitness and speaking with manager ******, I was informed that they had no charge on their record. I was offered no remedy or resolution for this error transaction other than "unfortunately there is nothing we can do"

      Business Response

      Date: 04/09/2025

      Case # ********-160CB - After looking into this account, this case is resolved, due to the membership being cancelled on 11.14.2024 and there was no charge for $49.99 like the complaint stated.

    • Initial Complaint

      Date:11/24/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My account was placed on a 3 month hold back in september, my bank account was illegally drafted for ***** and 15$. This was after, they tried to draft the initial amount in which they were not supposed to. Subsequently, I went up there and canceled my account and three days later, they drafted the two above amounts out of my account again. If this is not resolved, I will be filing a lawsuit because this is illegal and wrong

      Business Response

      Date: 04/09/2025

      Case # ********-4DBA2 - After looking into this account, this case is resolved, the member received a refund for the monthly due and late fee that he was charged for in November.

    • Initial Complaint

      Date:10/22/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was charged 15 bucks after I already paid my Moneyyyy bill, Im not sure why this was took out of my account but its not right and I need my money back I pay my monthly bill everytime I shouldnt be getting charged extra for no reason

      Business Response

      Date: 04/09/2025

      Case # ********-4AD1A - After looking into this account, this case is resolved, the member has been notified to change her banking account information due to the bank she is currently using that is not allowing the draft to go through on the first attempt which is causing a late fee. 

    • Initial Complaint

      Date:09/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This Planet Fitness location routinely does not operate at the posted hours. There is no recourse available for members who are denied use of the facilities as contemplated under the terms of service. Planet Fitness should issue pro rata refunds or membership credits for every instance where the facility is not accessible to members due to Planet Fitness employment or staffing issues beyond members control.

      Business Response

      Date: 04/09/2025

      Case # ********-3795D - After looking into this account, this case is resolved, we have trained the team in the importance of arriving on time to open the facility, so we are able to best serve our members. We have a new team at this location. 

    • Initial Complaint

      Date:08/01/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had charges from this business drafted off my cash app card every month, and they are fraudulent. I have called and was told by ****, the manager, that my card and account information would be removed, and I would not be billed again, but I owe over $400!!! I was not even aware that I even had an account with ********************** at all! Also, my card was billed again on 7/10/2024, and again on the following day, 7/11/2024, both for $15.00 each,, totally $30., and again as of this morning for $25.39,. I called again this morning and spoke with ****, the manager, and he told met he was not able to remove my account information from the system because I have such a "large balance owed" and I was not told how much the balance owed was this morningby **** when I spoke to him. He then told me to contact my bank and get my bank to put a block on planet fitness so I would not have any re money stolen off my card. I called my bank as he told me and was again told to call planet fitness back again and ask if they get them to have my bank information removed again. I called planet fitness again at approximately 3pm, and was told that **** the manager stepped out and I would get a call back. So I waited for about 20 minutes and called again. The same person, ******, answered and I was told **** was still not available. He then pulled up my account and asked if I owe $143.00, which is approximate, and I said I do not know, I was told that it was a large amount, and he then told me there was nothing that could be done about this. I then asked if it was true that nothing could be done about my money being taken off my card, and he said that was correct. I could not believe he said that. I do not believe anything is going to be done about this fraudulent debits on my account, and I cannot afford to give planet fitness this money, and I do not feel that I should have to pay for something I did not buy in the first place. I do not want to have anymore money taken and a refund.

      Customer Answer

      Date: 08/04/2024

      I do not believe this account belongs to me as I have never even knew I had it, and I am paying for 2 accounts. It cannot be mine. I tried to have the membership cancelled when I called the first time back in June of 2024, and I have been billed 4 times since then. I believe fraud is involved too because the money is coming off my cash app card although my card is locked. When the card is locked, no one is supposed to be able to take anything off at all.  Something is clearly wrong.

      Customer Answer

      Date: 08/19/2024

      I have not heard from the business in response to my complaint.
      Also, they have debited my card again. They will not stop nor do anything about it. 

    • Initial Complaint

      Date:03/22/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Planet fitness continues to purposely charge my account causing it to overdraft over and over up and I was told by a representative that they are going to charge it up to 6 times in a row to collect fees when the first attempt did not go through meaning the funds were already insufficient. I have contacted them to ask can I shift my payment to 8 days later and they refuse to provide me with an answer but continue to charge me. I asked to cancel my membership but they require me to do it in person which is inconvenient because I am relocating to another city. I have also attempted to change my method of payment to fulfill the payment requirement but they require me to email them, wait for a response, make the adjustment then pay them which is allowing them to continue to charge and overdraft my account.

      Customer Answer

      Date: 03/22/2024

      Gym location **************************************************************

      Customer Answer

      Date: 04/02/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:03/19/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for a membership in 2022 before I got pregnant, the membership was linked to my credit card payment. The membership was forgotten about for two years as I became pregnant and did not use said membership, which was still billed to my card every month.I went in to cancel the membership finally, after two years, to find that although they were auto billing my card they also have been charging a monthly late fee of an additional $15 dollars, every month! Im unsure how they believe this is in any way ethical since they are auto pulling money how can it also be late?

      Customer Answer

      Date: 03/29/2024

      I have not heard from the business in response to my complaint.

    Planet Fitness is NOT a BBB Accredited Business.

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